Shipping & delivery
Q1: How long will it take to get my order?
A: Orders take 1–3 business days to process. Standard shipping typically takes 10–20 business days to reach the US. Occasional delays may occur due to customs or carrier transit.
Q2: Can I track my package?
A: Once your order ships, we send an email with your tracking number and tracking link.
Q3: Where do you ship?
A: We ship to the destinations shown at checkout. At the moment that is the United States (including Alaska, Hawaii and Puerto Rico), Australia, Canada, France, Germany, New Zealand, Austria, Belgium, Italy, the Netherlands and Spain. (The live FAQ says “most countries worldwide”; our checkout currently serves these 12 countries.)
Product & material
Q4: What are your jewellery pieces made of? Will they fade or tarnish?
A: Most of our jewellery is crafted from premium stainless steel. It resists tarnishing and fading for everyday wear. To keep it looking new, avoid prolonged contact with water, sweat, perfume and skincare products.
Q5: Is this jewellery hypoallergenic?
A: Stainless steel works well for most people with sensitive skin. Everyone’s skin reacts differently, so we recommend a short wear test if you have a severe metal allergy.
Q6: Are bracelets and necklaces adjustable?
A: Most bracelets and necklaces feature an extender chain, which fits most wrist and neck sizes. Check each product page for exact sizing details.
Orders & payment
Q7: Can I change or cancel my order after checkout?
A: Please contact us within 24 hours of placing your order. We cannot cancel or modify orders once they have shipped.
Q8: What payment methods do you accept?
A: We accept the payment methods shown on the checkout page. (Internal note: the live store lists credit cards and PayPal; our checkout is still waiting for the real payment provider.)
Returns & damaged items
Q9: Do you offer returns or exchanges?
A: We accept returns within 15 calendar days after delivery. All items must be unused, undamaged and in their original condition with tags and accessories intact. Please contact customer support before sending anything back.
Customers cover return shipping costs unless the item received was defective or incorrect.
Q10: My item arrived broken or wrong. What should I do?
A: Take clear photos of the package and the product, then contact our support team within 7 days of delivery. We will work out a solution for you.
Gift & jewellery care
Q11: Can these pieces be used as gifts? Do you provide gift boxes?
A: Our jewellery makes great gifts for birthdays, anniversaries and holidays. All orders ship in basic protective packaging; gift boxes are not included by default.
Q12: How do I take care of my jewellery?
A: Keep it away from perfume, lotion, pool water and seawater; remove it before showering, swimming or working out; wipe it with a soft cloth after use and store it in a dry place.
Still need help?
Email vivien@vivienperte.com — we reply within 24–48 business hours.